Complaints Procedure

FamilyLine is committed to offering support to families and individuals that are experiencing a difficult time and want the opportunity to talk in confidence to a non-judgemental voice at the end of the phone.

In order to continue to provide support fully we rely on fundraising and donations. Whilst we strive to deliver on this promise there may be times when we fall short of our own high standards. When this happens we want to hear about it quickly so we can deal with the particular problem as quickly as possible and put measures in place to stop it happening again.

Should an individual wish to make a complaint about FamilyLine they may either speak to the Helpline Manager by phoning the office or write to the Chairman.

Telephone:        Helpline Manager

Office Admin Line – 01372 841 123

Write to:              Chairman


Leatherhead Court

Woodlands Road


KT22 0BN
Emails to: 

Complaints will be logged and in the case of a telephone complaint the Helpline Manager will record the complaint in writing. Please include your name, address and contact telephone number in your email or letter so that we can get back in touch with you easily.

How long will it take: We aim to respond fully to all complaints within 20 working days. However, you will receive an acknowledgment of your complaint within 7 days of receipt. Wherever possible we will deal with your complaint more quickly and if we think it will take longer we will let you know as soon as possible.
What will we do: We will work hard to fix problems and address concerns in a way that satisfies you. When contacting us about a complaint please feel free to let us know how you think it could be resolved. We want to reach the best possible outcome and you may be in a good position to help us.
We will always treat your complaint with courtesy and respect, listen to what you say, keep you informed on our progress and tell you what to do if you need to escalate your complaint further.

Please contact our Office Admin Line on 01372 841 123 for details of our full Complaints Procedure for service users and non-service users.

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